Ernesto G.

Guest experience Manager

Jan 2026 - Present • 4 mos

Driving operational strategy and scalability by building high-performing teams and designing systems that enable sustainable growth. Leading the creation and structuring of a new operational function, standardizing processes and embedding performance-driven frameworks across teams. Managing remote teams and external BPO partners to ensure consistency, quality, and operational efficiency at scale. Partnering closely with Tech to implement automation and AI-driven solutions, increasing operational leverage and reducing manual workload.

Guest Experience Team lead Senior

Jul 2024 - Jan 2026 • 1 yr 6 mos

As a Team Leader, I am responsible for guiding and supporting a dynamic team dedicated to delivering exceptional service to our clients. My role involves overseeing daily operations, ensuring that our processes run smoothly, and addressing any challenges that arise to provide the best possible experience for our guests. Key responsibilities include: Team Management: Leading and mentoring a team of guest experience agents, providing guidance, feedback, and support to help them excel in their roles. Process Optimization: Continuously improving our workflows and procedures to enhance efficiency and service quality, ensuring that our guests receive timely and effective assistance. Issue Resolution: Handling escalated guest concerns, working closely with cross-functional teams to resolve complex issues and ensure customer satisfaction. Performance Monitoring: Tracking team performance metrics and identifying areas for improvement to meet and exceed our service goals. Collaboration: Partnering with other departments to align our strategies and initiatives, ensuring a seamless and cohesive guest experience across all touchpoints.

Guest Experience Team lead

Nov 2023 - Jun 2024 • 7 mos

Guest communication: - Respond promptly and professionally to guest inquiries, concerns and requests via phone, email and online platforms - Provide information about apartment features, amenities, local attractions and services - Answer check-in questions for new guests, provide information on keys and details on the access to apartments - Contact guests upon arrival to ensure a smooth check-in process - Arrange additional services for guests, such as transportation, housekeeping, reservation changes Problem Resolution: - Act as a point of contact for guest issues or emergencies, such as maintenance requests and coordinate swift resolutions - Handle guest complaints effectively, demonstrating empathy and problem solving skills - Act as a point of contact for guest complaints and challenging situations, providing effective resolution and maintaining a high level of guest satisfaction and understanding when escalation of issues is necessary Guest Feedback and Reviews: - Encourage guests to leave reviews and feedback about their stay - Monitor Online reviews and ratings and take proactive measures to address any negative feedback - Maintaining long-lasting relations with business stakeholders - Documentation and Record-Keeping - Maintain accurate records of guest information, guest communications (queries and complaints) and apartment management information. - Cross-functional Collaboration: - Coordinate with guest operations, sales, finance, maintenance and other departments to ensure a seamless guest experience - Communicate guest needs and special requests to relevant teams.